• Maybo is a leader in conflict management training and workplace violence reduction for event security teams

    Conflict Management Training for Event and Stadia Security Teams

    Maybo has played a leading role in advising government regulators and awarding organisations on the development of security training competencies, qualifications and best practice. This has led to our training programmes becoming the preferred choice for event security organisations, venue operators and door supervisors.

    Proven experience and expertise 

    Maybo understands the diverse needs of staff who work in the events sector. We believe that most conflict can be avoided or defused through good customer service and positive communication skills. However, personal safety risks are greater in environments where there is a heightened risk from alcohol, drugs, large groups and crowds.

    Our training curriculum has been developed to ensure everyone gets the level of training they need for their specific role. Our physical intervention programme is the preferred choice for the major security, event and venue operators and formed a core part of the mandatory training provided to over 20,000 personnel at the London 2012 Olympic Games.

    We also worked with the British Institute of Innkeeping Body (BIIAB) to develop risk reduction guidance and the first conflict management qualifications for the licensed retail sector. These awards became the benchmark upon which the Security Industry Authority (SIA) modelled the conflict management and physical intervention aspects of its regulatory requirements for door supervisors.

    We now work extensively with leading awarding organisations including BIIAB, Highfield, Edexcel, City and Guilds to provide the industry with relevant, effective training programmes and materials. All of our courses are approved for use by SIA endorsed awarding bodies. 

    Maybo Training Programmes

    Safer Approaches to De-escalation for Theatre and Cinema Staff

    Specification

    Delivery: In-person / Trainer-led

    Duration: 6 hours

    Pre-Requisites: No

    Max. Group Size: 15

    CPD Points: 6

    Blended Learning Option: Yes

    Virtual Delivery Option: Yes

    eLearning Option: Yes

    Train-the-Trainer: Yes

    This programme has been specifically designed for Front of House Staff working in Theatres and Cinemas, who may encounter members of the public whose behaviour may be perceived as challenging or confrontational.

    With a focus on outcomes, Front of House Staff will be equipped with essential skills for preventing and responding to conflict situations, prioritising conflict avoidance and de-escalation.

    On completion of this programme, staff will:

    • Understand risks, rights and responsibilities in the workplace
    • Know how different factors influence behaviour
    • Know the importance of positive interactions and choices
    • Be able to use dynamic risk assessment to inform decision making
    • Be able to use safer de-escalation approaches
    • Be able to maintain personal safety and follow post-incident procedures
    Find out more

    Conflict Management Programme for Events & Stadia Stewards

    Specification

    Delivery: In-person / Trainer-led

    Duration: 6 hours

    Pre-Requisites: No

    Max. Group Size: 15

    CPD Points: 6

    Blended Learning Option: Yes

    Virtual Delivery Option: Yes

    Train-the-Trainer: Yes

    This programme has been specifically designed for Stewards working at Events and Stadia, who may encounter members of the public whose behaviour may be perceived as challenging or confrontational.


    With a focus on outcomes, Stewards will be equipped with essential skills for preventing and responding to conflict situations, prioritising conflict avoidance and de-escalation.


    On completion of this programme, staff will:

    • Understand risks, rights and responsibilities in the workplace
    • Know how different factors influence behaviour
    • Know the importance of positive interactions and choices
    • Be able to use dynamic risk assessment to inform decision making
    • Be able to use safer de-escalation approaches
    • Be able to maintain personal safety and follow post-incident procedures
    Find out more

    Conflict Management and Physical Intervention Programme for Events & Stadia Response Teams

    Specification

    Delivery: In-person / Trainer-led

    Duration: 12 hours

    Pre-Requisites: No

    Max. Group Size: 12

    CPD Points: 12

    Blended Learning Option: Yes

    Virtual Delivery Option: Partial

    Train-the-Trainer: Yes

    This programme has been specifically designed for Response Teams working at Events and Stadia, who may encounter members of the public whose behaviour may be perceived as challenging or potentially harmful.


    With a focus on outcomes, Response Teams will be equipped with essential skills for preventing and responding to conflict situations, prioritising conflict avoidance, de-escalation, and, as a last resort, physical interventions.


    On completion of this programme, staff will:

    • Understand risks, rights and responsibilities in the workplace
    • Know how different factors influence behaviour
    • Know the importance of positive interactions and choices
    • Be able to use dynamic risk assessment to inform decision making
    • Be able to use safer de-escalation approaches
    • Be able to maintain personal safety and follow post-incident procedures
    • Understand the considerations for the use of non-restrictive physical skills
    • Be able to use defensive skills to avoid assault
    • Be able to use defensive skills to disengage or reduce risk from grips
    • Be able to use physical intervention to guide and redirect a person
    • Understand how to reduce the risks of restrictive physical interventions
    • Be able to hold or escort a person
    Find out more

    Maybo Training Programmes

    Explore the range of training modules in Maybo's events and stadia curriculum below

    • All

    • eLearning

    • Classroom

    • Virtual Classroom

    • Train the Trainer

    eLearning

    Maybo's eLearning programmes utilise the latest learning technologies, realistic scenarios and interactive exercises to offer an engaging self-study learning experience.

    eLearning can play a valuable role within a blended learning strategy, underpinning the knowledge and reducing staff abstraction time, or in some instances as a complete solution. It also works well for induction and refresher training.

    To find out more or for volume purchases contact our team or visit our eLearning store for individual purchases.

    eLearning is also known as self-directed learning. It often precedes Classroom or Virtual Classroom training to provide a foundation of knowledge in advance - this is known as a blended approach.

    Classroom

    Maybo designs and delivers training to meet your requirements and can deliver direct to your staff wherever you need it. We take time to understand your training needs and the unique challenges and scenarios your colleagues face, to ensure our Classroom courses are highly relevant. Learners receive superb resources and certificates with a range of accreditation and qualification options.

    Classroom training can be combined with eLearning to form a blended learning strategy, underpinning the knowledge and reducing staff abstraction time.

    Classroom training is delivered by a trainer at an agreed venue. It is also sometimes called face-to-face or in-person training.

    Virtual Classroom

    Maybo designs and delivers Virtual Classroom training to meet your requirements.

    Virtual Classroom training enables staff to benefit from engaging team training with high-levels of participation delivered remotely by a skilled facilitator over video conferencing software including Zoom and MS Teams.

    Virtual Classroom training can also be combined powerfully with eLearning to form a blended learning strategy, with eLearning underpinning the knowledge and reducing staff abstraction time.

    Virtual Classroom training is live, participatory training delivered remotely by a trainer with video conferencing software.

    Train the Trainer

    Maybo offers a Train the Trainer model that equips experienced trainers to deliver Maybo's accredited training curricula within their own organisation.

    We run regular courses on a variety of subjects that include supporting people with complex needs, positive behaviour support, preventing conflict and behaviours of concern, safer approaches to de-escalation and conflict resolution, personal safety, assault avoidance and low arousal handling skills.

    To find out more contact our team.

    Trainers receive access to Maybo's online resource centre where they can find everything they need to deliver and certify Maybo training in-house.

    Events and Stadia – All

    • Preventing Conflict and Reducing Risk

      This module is for people who regularly interact with customers or members of the public in their role.

      Reducing Work-related Violence Risks

      • Workplace violence and difficult behaviours
      • Rights and responsibilities
      • Planing to reduce conflict and risk

      Signs and Causes of Escalating Conflict

      • Common causes of difficult behaviours
      • Instinctive reactions to emotional or threatening situations
      • Potential triggers in self and others
      • Levels of escalation

      Positive Interactions and Choices

      • People's needs and expectations
      • Influencing positive outcomes
      • Overcoming barriers to communication

      Delivery methods:

      • eLearning eLearning
      • Classroom Classroom
      • Virtual Classroom Virtual Classroom
      • Train the Trainer Train the Trainer

    • Safer De‑escalation

      This module covers de-escalation strategies to alleviate a situation and achieve a positive and safer outcome.

      Dynamic Risk Assessment

      • Maybo SAFER model
      • Risk identification
      • Informed decision-making

      De-escalation Skills

      • Positive, non-aggressive approaches
      • Safer positioning and teamworking skills
      • Strategies to defuse, calm and resolve

      Personal Safety and Post-incident

      • Confronting behaviour
      • Heightened risk indicators
      • Exit strategies in higher-risk situations
      • Post-event impact and responsibilities

      Delivery methods:

      • eLearning eLearning
      • Classroom Classroom
      • Virtual Classroom Virtual Classroom
      • Train the Trainer Train the Trainer

    • Safer Lone Working

      This eLearning module explores the risks we may experience when working alone and the steps we can take to increase our personal safety.

      • Risks and vulnerabilities of lone working
      • Risk reduction measures we can take to prepare for working alone
      • Reducing risk when travelling alone
      • Reduce risk when arriving at a premises

       

      Delivery methods:

      • eLearning eLearning

    • Redirection and Guiding

      This module provides additional low arousal redirection and guiding skills. 

      • Training and operational risks
      • Low arousal physical intervention skills to prompt or guide an individual
      • Low arousal physical intervention skills to re-direct an individual

       This module is RRN Approved when part of a BILD ACT Certified Curriculum.

      Delivery methods:

      • Classroom Classroom
      • Train the Trainer Train the Trainer

    • Application of Physical Intervention Skills in the Private Security Industry

      SIA Approved

      This module provides non-aggressive physical intervention skills for use as a last resort to prevent people coming to harm. It is relevant for private and in-house security guards and door supervisors and can be delivered as part of SIA licence linked qualifications.

      Understanding physical interventions and the implications of their use

      • Legal and professional implications 
      • Positive alternatives to physical intervention
      • Understanding the differences between defensive physical skills and physical intervention

      Recognising and Reducing Risk

      • Key risk factors of restrictive physical interventions
      • Individual and team responsibilities to reduce risk and respond to medical emergencies

      Disengagement and Assault Avoidance Skills

      • Stance and positioning
      • Evading and protecting against blows
      • Disengagement from grabs and holds
      • Methods to stop assaults or fights
      • Professional communication

      Holding and Escorting Skills

      • Training and operational risks associated with non-pain compliant restrictive skills
      • Non-aggressive restrictive holding and escorting skills 
      • Structured exercises
      • Positioning and teamwork in transitions between skills

      Containing and Supporting Skills

      • Reduce risk whilst containing a seated person
      • Teamwork skills to support a person to a seated position on the floor
      • De-escalation and re-engagement skills
      • Applications relevant to the role

      Some venues and roles may require training in higher levels of intervention and equipment, which Maybo can provide subject to controls.

      Delivery methods:

      • Classroom Classroom
      • Train the Trainer Train the Trainer

    • Reducing Restraint Related Risks

      Any use of physical intervention, especially physical restraint, carries significant risk. This self-study eLearning course provides critical information to anyone in roles where physical intervention may lead to the application of physical restraint. 

      Combining evidence-based guidance on the medical risks and good practice methods to reduce risks in settings where restraint may be required to create and maintain safety. 

      • Why physical Intervention and restraint should only be used as a last resort
      • Why physical intervention and restraint pose risks to physical health and mental wellbeing
      • Commonly used terms relating to the use of force
      • Considerations when making a decision to use force
      • Alternatives to the use of physical intervention
      • Recognising and reducing the risks of harm in situations involving physical intervention or restraint
      • Factors that increase risks of harm during physical intervention
      • Key steps we can take to reduce risk of harm during physical intervention as part of our duty of care
      • 'Red Flags'
      • Key considerations following use of physical intervention

       

       

      Delivery methods:

      • eLearning eLearning

    • Very happy with Maybo content and back-up services. I like how the content is aimed at the majority of staff and not just high end situations. The session content and layout of the presentations are a big improvement on previous training packages.

      Queensland Health - OVP Trainer

    • Training was contemporaneous and provided contextually. Impressed with the overall content.

      Queensland Health - OVP Trainer

    • The training package was facilitated clearly, concisely and in an easy to understand way. The trainer was engaging and knowledgeable of the course content and catered for the diverse group of learners really well. The trainer kept us on track and encouraged everyone to engage and bring their own experiences. We all had a fabulous week.

      Queensland Health - OVP Trainer

    • They have extensive demonstrated
      experience in the delivery of conflict resolution and
      assault avoidance training in the health care sector both in
      Australia, and around the world. It has a layered and blended approach. They provide a
      comprehensive training program to meet the needs of staff
      in different service areas, all are based on human rights.

      Queensland Health - OVP Trainer

    • We have seen a reduction in the number of reported physical assaults of 11% trust-wide so far and up to a 60% reduction in targeted wards.

      Brighton & Sussex University Hospital NHS Trust - Head of Security

    • May I say a big thank you for the Maybo violence and aggression course for the ITU nurses. I attended the course today and it was excellent. I think the staff would all agree that the knowledge and skills taught will be hugely beneficial, but in addition, it was a great team-building exercise too. I feel it is imperative that all our ITU nurses attend this course.

      Ashford & St Peter's Hospital NHS Foundation Trust - ITU Nurse

    • Very professional instructors with good background knowledge of the Ambulance Service. Always willing to suggest solutions to possible problems.

      South Central Ambulance Service

    • The training design was based on a comprehensive Training Needs Analysis informed by a bespoke staff survey and review of incidents. It has been an incredibly thorough and risk/evidence-based approach. Evaluation of this training by security and clinical staff has been very positive.

      Brighton & Sussex University Hospital NHS Trust - Head of Security

    • Please make it known that the whole team had nothing but praise for the trainer and that even the “old hands” found it very stimulating as he raised issues in a very understandable way. May I comment that as a general rule, I have never known of any candidates coming away without having gained a lot from these refresher courses.

      Medirest Services - Security Manager

    • Maybo has great content relevant to hospital and health services. Experienced trainers were able to take-away some excellent strategies that can be delivered in such a way that feels comfortable and natural. The Maybo trainer was patient and informative and this was appreciated. Quality course/quality trainer.

      Queensland Health - OVP Trainer

    • Maybo's licensed programme gives us the control and flexibility we need to train our staff effectively.

      Surrey & Borders Partnership NHS Trust

    • Maybo has worked closely with BSUH to develop and enhance the violence reduction training we deliver to frontline staff. The passion, knowledge, commitment and support to the Trust and more generally in developing effective evidence-based violence reduction programmes for healthcare settings, mark them out as an organisation the Trust is pleased to continue to work with.

      Brighton & Sussex University Hospital NHS Trust

    • Springboard would like to thank the Maybo team for delivering training to us. It was very useful, the feedback was very positive, and the trainer was excellent.

      PBS Mentor - Springboard Education

    • It has been a pleasure working with Maybo to coordinate St Mungo’s conflict management learning programme. This solution is ideal for staff and the pre and post support from Maybo is excellent.

      St Mungo's

    • The Maybo Train the Trainer programme has enabled us to deliver Maybo’s excellent training to staff with our own trainers who have the knowledge and experience of the issues faced by the organisation. Staff in high-risk roles were given the confidence to deal safely with violent incidents.

      NHS Greater Glasgow & Clyde

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